Contact Center Business Analyst
Contact Center Business Analyst
Location: Local to DC - Hybrid- Local candidates from the DMV areas are preferred
Duration: Long Term
Client: Will be on Technogen W2 and work for various Banking clients
Pay rate: Market/DOE
Job Description:
Seeking a Business Analyst to analyze current Genesys workflows, gather business requirements, and ensure the Amazon Connect deployment aligns with banking operations, compliance, and customer experience goals.
• - Document current Genesys workflows and processes
• - Gather requirements from banking stakeholders
• - Map customer journeys and define use cases
• - Identify gaps, suggest improvements
• - Support testing and validation
• - Use tools: Visio, JIRA, Confluence, Excel, Power BI
• - Skills: Business analysis, banking operations, process mapping
Tech Stack & Tools:
• Workflow & Process Mapping: Visio, Lucidchart, BPMN tools
• Requirements Management: JIRA, Confluence, Microsoft Word/Excel
• Data Analysis: Excel, Power BI (if needed)
Qualifications:
• Experience in contact center operations, preferably in banking/financial services.
• Strong analytical, documentation, and communication skills.
• Familiarity with Genesys Engage and Amazon Connect workflows.
• Knowledge of banking compliance standards (e.g., PCI DSS, GDPR).
Contact Center Business Analyst
Location: Local to DC - Hybrid- Local candidates from the DMV areas are preferred
Duration: Long Term
Client: Will be on Technogen W2 and work for various Banking clients
Pay rate: Market/DOE
Job Description:
Seeking a Business Analyst to analyze current Genesys workflows, gather business requirements, and ensure the Amazon Connect deployment aligns with banking operations, compliance, and customer experience goals.
• - Document current Genesys workflows and processes
• - Gather requirements from banking stakeholders
• - Map customer journeys and define use cases
• - Identify gaps, suggest improvements
• - Support testing and validation
• - Use tools: Visio, JIRA, Confluence, Excel, Power BI
• - Skills: Business analysis, banking operations, process mapping
Tech Stack & Tools:
• Workflow & Process Mapping: Visio, Lucidchart, BPMN tools
• Requirements Management: JIRA, Confluence, Microsoft Word/Excel
• Data Analysis: Excel, Power BI (if needed)
Qualifications:
• Experience in contact center operations, preferably in banking/financial services.
• Strong analytical, documentation, and communication skills.
• Familiarity with Genesys Engage and Amazon Connect workflows.
• Knowledge of banking compliance standards (e.g., PCI DSS, GDPR).
